You can view work orders in:
Workflow (Work Order Search).
Directly on an account in Customer Care.
From a ticket in the Tickets web module.
From an order in the Orders web module.
Work Order Search
In Workflow, select SEARCH > Field Service.
This displays the below search form with recent search results and bookmarked work orders (if any). From here you can search by work order ID, customer name, or provider (Zinier) ID. You can choose to include or omit closed work orders. You can also choose to create a new work order.
Clicking Additional Search Criteria displays more search options.
From the search results you can open a selected work order to schedule its tasks or create new work orders. Below shows the result on searching for open work orders. To open a work order, click the Work Order ID.
Viewing Work Orders in Workflow
When you open a work order in Workflow, the work order form presents a combination of data stored in the IDI platform and data pulled in real-time from the Zinier application. The work order information is presented on three tabs – Work Order Details, Extended Data, and Task Data.
Work Order Details
The top section provides summary information. From here you can bookmark the order and attach/manage documents.
Linking a Work Order to an Object
The Link field indicates the IDI object the work order is linked to (account, order, or ticket) if any. You can use this field to:
Open the object by clicking the name if one is defined.
Change the current link or add one if none is defined. You may want to change the link if you opened a work order from a customer but now want it connected to an open ticket, or if your data lookups were set up to use ticket data instead of customer data. To do this:
Select the down arrow on the Link field on the work order.
Choose the object type you want the work order linked to.
Update the ID of the object you want the work order linked to.
Selecting save will now link the work order to that object.
The Reference section provides information pulled from the Zinier application.
Customer and Address information is presented on the lower left side. This section provides a thumbnail map to the site. You can display an expanded view using the associated link.
The Tasks section returns the Zinier task information in real-time. The section displays the:
Zinier task name.
Zinier task ID.
Zinier task status.
Estimated task duration.
Technician name and contact information.
Appointment scheduled date and due date.
Actual appointment start date.
Actual appointment duration.
Managing Appointments
When a task has not yet been scheduled, a Schedule Appointment button will be available to initiate the scheduling process. Clicking this button displays the Schedule Appointment form.
When you choose a date, the Zinier application is queried in real-time to display a possible date range. Unavailable dates are shown in grey. Available dates are shown in light blue. If the selected date is available, it is shown in dark blue. Clicking a date presents available time slots for that date.
Pick an available date and time slot and then confirm.
Once confirmed, buttons to reschedule the appointment or cancel the task will be available.
Extended Data
To view and manage extended data on the work order, go to the work order and click on the Extended Data tab.
The extended data will be displayed in alphabetical order.
The page will display the last time the extended data was sent to Zinier.
Click the Export button to export the extended data to a downloadable CSV file.
You can edit and resend extended data for any open work order by clicking the edit (pencil) icon. Once saved, you can click the SyncNow button to send the data to Zinier. Alternatively, you can set the work order to Auto-Sync by updating the slider. Doing so will automatically send the updated data to Zinier.
If the extended data property is a data lookup, editing the property will provide options for editing or replacing the data lookup.
Note:
Once the work order is closed, the extended data is no longer editable.
Retrieving and Displaying Technician Data
The Field Service application automatically retrieves and displays the data collected by the field service technician once the task is completed in Zinier. You can view the data by clicking the View Task Extended Data button or Task Data tab.
Clicking View Task Extended Data will display the data the technician collected for that individual task.
Clicking the Task Data tab displays a list of all data gathered on all the tasks assigned to the Work Order. The data is grouped and sorted by task. Click the Export button to export the data to a CSV file
